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Customer Experience Leader
3 weeks ago
Company DescriptionCurrent Indigo employees should apply through the Internal Mobility page using your email address.Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting opportunities at our retail stores, distribution centres, and home office for people who share our passions and want to be part of a dynamic and enriching culture.WHO WE AREWe love books and all things beautifulWe are Canada’s Cultural Department StoreBooks are our heart and our soul and Great Books are JUST the Beginning…We play by the following rules:We exist to add joy to our customers’ lives each and every time they interact with us and our productsOur job is to create joyful moments for our customersWe treat each other the way we’d treat a valued friendWe inspire each other to do our best workWe seek to ignite creativity and innovation every dayWe give back to the communities in which we operateJob DescriptionWHAT YOU’LL DO: The Customer Experience Leader (CEL) is a member of the Store’s Leadership Team and is responsible for leading and executing work that contributes to the Store's operations and customer experience. Talent in the role supports the achievement of strategic priorities that are cascaded from the Retail Strategic Initiatives to the Store and Functional level. The CEL ensures budget and cost centre management while contributing to the achievement of the Store’s sales plans and long-term desired outcome of profitability and growth. In this role, you’ll:Work collaboratively with the Store Leadership team to inspire a customer-centric culture bringing to life Indigo’s mission while incorporating both physical and online channels to meet the customer needsBe responsible for the opening and closing of the store, the daily store operations, customer experience, maintaining visual standards and achieving or exceeding sales plansEnsure the team is well informed about the products that Indigo carries, promotions and programsSupport the planning, prioritization and execution of the work you and the team are doingBe responsible for the facilities, maintenance, health and safety and loss prevention of the store on the shift you are leadingLive and inspire Indigo's High Performance Characteristics and lead a Story Telling culturePractice and role model Feedback and Coaching - The Indigo WayParticipate in talent calibration and contribute to talent management and acquisition activities to support Indigo’s goal to build strong teams and attract and develop the best talentContribute to the development of CER talentCollaborate with others and work cross functionally while celebrating and role modelling diversity of thought and inclusionCultivate an environment of trust where the opinions, voices, and well-being of employees are valued, enabling people to bring their best selves to workEmbrace and role model changeFoster an environment where everyone knows their health and safety is a top priority and where everyone actively participates in ensuring the health and safety of each other and our customersQualificationsWHO YOU ARE: 1-2 years of experience in a customer service, merchandising or operations roleDemonstrated commitment to creating an exceptional employee and customer experienceExperience leading othersPerformance orientatedAbility to exercise good business acumen and systemic thinking that supports meaningful decisionsAbility to prioritize, plan and execute while being agileKnowledge of Provincial Health & Safety standardsAbility to lift medium to large items, up to 40 pounds, while using appropriate equipment and safety techniquesMinimum 25 Hours a week availability that includes evenings and weekends and could include early mornings and holidays
